InQuira Articles

1). Call Center Deflection and KCS Provide a Significant Return on Investment By : Randy Ross
The Return on Investment factors from implementing call center deflection coupled with Knowledge-Centered Support (KCS) principals can be separated into hard and soft savings. Hard savings include increased capacity without the need for additional headcount, increased call deflection, and decreased time to train a new agent.
Article Related to: kcs, stone cobra, inquira, knowledge-centered support, call center, call deflection